Provided excellent customer support by phone, email, keeping responses within internal SLA targets.
Troubleshot and attempted to reproduce customer issues using product UIs and basic diagnostic tools.
Escalated technically complex cases to the Technical Lead with clear reproduction steps and required logs.
Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress.
Assisted with acceptance testing for new features and supplied feedback from real customers.
Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes.
Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule.
Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips.

1–2 years of professional experience in software or technical support.
Humble, open, and curious approach to learning.
Strong written and verbal communication skills, with a patient, clear style for customer interactions.
Basic troubleshooting skills and a methodical approach to reproducing and documenting issues.
Working knowledge of issue tracking systems (Jira and/or Salesforce preferred).
Familiarity or willingness to learn Salesforce, Slack, PagerDuty, and common monitoring tools.
Proficiency in Microsoft Office.
Working knowledge of Windows and macOS environments.
Interest in GovTech and public-safety software and a willingness to empathize with users who may operate in high-stakes contexts.
Ability to work independently and handle multiple cases with attention to detail.

Mark43 is committed to the full inclusion of all qualified individuals.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email recruiting@Mark43.com requesting the accommodation.

Software Support Specialist

Key skills